Case Study: MoreApp boosts agent performance and reduces call volume with Freshworks' Freshcaller

Moreapp Sees Improvement in Agent Performance With Freshcaller

MoreApp, a Rotterdam-based provider of digital forms, faced a challenge routing business calls to the right team or agent and avoiding customers reaching employees’ personal phones. Since MoreApp already used Freshdesk and Freshsales, they selected Freshworks’ Freshcaller as their phone system to handle business calls professionally and route inquiries by availability and language.

Freshworks implemented Freshcaller with call flows and custom messages, desktop call handling, and integrations with Freshdesk and Freshsales. The solution routed regional calls to the correct support or sales teams, played professional greetings, and automatically logged call recordings and notes in Freshsales. As a result MoreApp reports a clear reduction in call volume, improved agent performance and lower stress, better visibility into missed calls and time spent per agent via Freshcaller analytics, and more professional customer handling.

MoreApp

Clara Sebastián

Product Genius